At The Neuro, the work of the registration and admitting staff is crucial yet often goes unnoticed. These frontline workers are the first point of contact for patients, many of whom are facing life-altering diagnoses. Giselle Yepes and Sarah-Lillian Ouellet-Wheeler are two such individuals who work to ensure that each patient's journey through The Neuro begins with care and compassion.
Can you start by describing the work of the registration and admitting team?听
Giselle: I handle registration at the front window, where I open and update patient files. I help patients find their way to their appointments, sometimes even escorting them if needed, especially if they have disabilities. I also manage patient registration for the Allen Memorial and ensure all their personal information is up to date. This way, they can receive their follow-up appointments and other important notifications. Additionally, I assist with some admitting tasks, like calling patients to prep them for their operations the next day. 听
Sarah-Lillian: While Giselle focuses on outpatient registration, I mainly handle the inpatient side. I update demographics for admitted patients and deal with financial responsibilities, payments, and even end-of-life arrangements. I manage all official documents related to death and work closely with funeral homes and organ donation programs. I鈥檓 also the one who answers most incoming calls, so we're constantly locating patients and information throughout the hospital.听
What鈥檚 the most rewarding part of your job?听
Giselle: For me, it鈥檚 the appreciation I get from patients. They come in nervous and stressed, and just by being kind and helpful, I can make a difference in their experience. It鈥檚 meaningful to know that I've made their visit a little easier.听
People come to The Neuro with serious conditions, often facing life-changing diagnoses. There鈥檚 a lot of anxiety and fear. It鈥檚 our job to help them feel comfortable and cared for. It鈥檚 not just about updating files; we also address the emotional needs of patients when they first arrive.听
Sarah-Lillian: I love the organizational side of my job. I'm detail-oriented, so ensuring everything flows smoothly makes me happy. When things go well, and I know I鈥檝e helped make that happen, it鈥檚 very satisfying.听
Patients are in different states of mind when they come in, and we must be ready to guide them. We try to solve problems on the spot and direct them to the right places. We also collaborate closely with various departments, from neurology to neurosurgery, to ensure everything runs smoothly.听
What鈥檚 the biggest challenge in your work?听
Sarah-Lillian: The most challenging part is not having an immediate answer and having to find one. It鈥檚 a lot of problem-solving on the fly, making calls and trying to get information quickly.听
Every hospital has its own challenges. At The Neuro, patients often have long-term, serious conditions, so the work is less acute but more of a long game. It鈥檚 about building relationships over time.听
Giselle: The healthcare system is complex, and patients often don鈥檛 know how it works. We try to be empathetic and provide concrete answers without bouncing them around. It鈥檚 a tough system to navigate, so we do our best to ease that burden for them.听
We have patients who鈥檝e been treated here for decades. They have deep connections with the doctors and the hospital. It feels good to be part of something that has such a lasting, positive impact on people鈥檚 lives. The Neuro is renowned globally, and being part of that legacy is truly rewarding.听
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